Monday Mornings with Madison

To Really Succeed, Find and Stay in Your Lane

In business, some argue that diversification is the solution to competition.  Do a little of everything and the company will always be busy and safe from being unemployed or out of business.  But, some argue, dabbling is not career insurance.  In fact, it often has the opposite effect.  Dabblers make up the majority of current society.  Today’s culture rewards professional experimentation and career variation.  The problem is that such people are caught up in the excitement of “the next big thing” syndrome.  They are invariably lured and distracted by the shiny object, and pursue that for a while, until the next big thing surfaces.

Case in point.  For financial investors, cryptocurrency was the investment tool du jour.  Then it was NFTs.  Then they shift to AI stocks.  With each new thing, they lose interest in the last pursuit in order to focus on the next exciting opportunity.  

The same happens in other businesses and professions.  Attorneys, for example, might start in one field and then expand as opportunities present.  For instance, a solo practitioner might start handling basic real estate transactions.  As part of this work, they might handle property involved in a bankruptcy or a real estate litigation dispute. With each new case, they expand their service offering, allowing them to draw in a wider net of cases.  In doing so, they stop specializing in one singular area of law.  They know a little about many things but never master any area of law.

The same happens to some builders who try to diversify the properties they build or hold.  They might begin building simple starter homes for entry-level buyers.  Then they expand to building bigger single-family homes and multi-family homes because it affords greater profit, efficiency and/or density.  Then they find a piece of land that is perfect for a warehouse and they try their hand at that type of construction.  With each new venture, they learn.  However, that learning curve is steep and they never master a single area enough to avoid costly mistakes, increase ability to scale up, and find hidden gems of efficiency.  With each shift in product, they learn but at the cost of speed, profitability and ultimate success.

It might not be clear how damaging this behavior can be.  The dabbler rarely, if ever, achieves true mastery because they never choose to commit to one thing.  Eventually, dabbling becomes a way of life.  They never get to the point where they own their space with confidence. Dabbling is for amateurs.   Trying one’s hand at a variety of professions or skill sets presents a significant obstacle to achieving true mastery.  This “jack of all trades” approach necessitates spreading one’s time and energy thinly across various areas, hindering the development of in-depth knowledge and expertise in any one field.  Imagine a gardener attempting to cultivate a dozen different types of vegetables simultaneously.  While they may manage to keep each plant alive, their efforts are unlikely to yield the same level of quality and abundance as someone who focuses on cultivating just one or two crops.  Similarly, a professional who dabbles in various skillsets may possess a basic understanding of each, but they are unlikely to attain the level of knowledge necessary to excel in any one area and be seen as a leading expert.

Mastery may not seem as alluring or enticing, but it pays long-term to be an expert.  The age-old adage “a jack of all trades is master of none” carries significant weight in today’s diverse and competitive professional landscape.  While possessing a broad range of skills can be advantageous, it can often come at the expense of achieving mastery in any single area. Conversely, focusing on and fostering mastery in a specific field unlocks a multitude of benefits, leading to a more fulfilling and successful career in the long run.  Mastery allows:

  • Focused Commitment – Achieving mastery requires a dedicated and focused commitment. This involves identifying a specific area of interest and channeling one’s time, energy, and resources into a singular pursuit. This dedicated effort fosters a deeper understanding of the chosen field, allowing individuals to delve into the specifics and nuances that elude those with a more casual approach.
  • Sacrifice and Risk – The path to mastery is not without its challenges. It often necessitates sacrifices, such as dedicating time to learn and practice.  That time could have been spent on other endeavors. It also involves taking calculated risks, venturing outside one’s comfort zone, and being willing to endure the initial difficulties associated with acquiring new skills. However, these sacrifices and risks are ultimately investments in one’s future success and fulfillment.
  • Anticipate Pitfalls – As author and life coach Stephen Richards said, “The master has failed more times than the beginner has even tried.” As individuals progress on their journey of mastery, they develop a keen understanding of the field they are exploring. This allows them to anticipate potential pitfalls and challenges, navigate around them with ease, and develop strategies to overcome any obstacles that may arise. This foresight translates into greater efficiency and effectiveness in their work.  The master avoids costly and painful mistakes.
  • Greater Efficiency and Far Fewer Errors – Through mastery, individuals develop a deep understanding of the tools and techniques necessary for their chosen field. This translates into increased efficiency in performing tasks, as their movements become more refined and their problem-solving skills become sharper. Additionally, their thorough understanding of the subject matter minimizes the likelihood of errors, leading to higher-quality work and increased confidence in their abilities.
  • Increased Confidence – The process of mastering a skill or field inherently builds confidence.  As individuals overcome challenges, witness their progress, and gain recognition for their expertise, their belief-in-self and self-assurance strengthen. This newfound confidence shines through in their work and interactions, making them more-effective leaders and collaborators.
  • Reduced Competition – Perhaps the most significant benefit of achieving mastery lies in the reduced competition one encounters. By specializing in a niche field, individuals set themselves apart from the vast pool of generalists. They become highly sought-after experts within their domain, which opens doors to unique opportunities and positions them for greater success within their chosen career path.

The Dabbler Downfall of Westinghouse

Founded in 1886, Westinghouse established itself as a leader in various sectors, including electrical appliances, radio broadcasting, and nuclear energy. Their early success stemmed from a combination of innovative products (e.g., the air brake for railroads, the electric toaster) and strategic acquisitions. However, their diversification strategy over time led them to spread their resources across a wide range of unrelated industries, which ultimately proved challenging. 

  1. Lack of Focus – As Westinghouse entered new markets like medical imaging and financial services, their focus on core competencies arguably diminished. They struggled to maintain the same level of expertise in each sector, potentially hindering their ability to innovate and compete effectively.  This was a classic example of the ‘a jack-of-all-trades is master of none’ adage.
  2. Spread-Thin Resources – By venturing into diverse fields, Westinghouse faced the challenge of allocating resources efficiently. The need to manage numerous business units with varying levels of profitability could have hampered their ability to invest sufficiently in any single area.
  3. Loss of Identity – The sheer breadth of their operations may have led to a lack of clear brand identity for Westinghouse. Consumers struggled to associate the company with any specific product category or expertise.

While not solely responsible, the lack of specialization likely played a role in Westinghouse’s decline. The company faced several other challenges in the late 20th century, including increased competition.  Global competitors with a more focused approach emerged in various sectors, putting pressure on Westinghouse’s market share.  They also had financial troubles in the 1990s, culminating in multiple mergers, acquisitions, and ultimately, a 2002 filing for Chapter 11 bankruptcy.

It is important to acknowledge that Westinghouse’s story is complex and multifaceted. Several factors contributed to their downfall, not solely their lack of specialization. However, their case serves as a cautionary tale highlighting the potential challenges of over-diversification and the importance of maintaining focus and mastery on core competencies for long-term success.

Finding the Sweet Spot

An emphasis on mastery does not negate the value of acquiring a breadth of knowledge and experience. Having a diverse skillset can be beneficial in certain situations, allowing individuals to adapt to changing environments and explore new opportunities. However, the key lies in striking a balance. By dedicating a significant portion of one’s time and energy to mastering a specific field, individuals can unlock a unique set of advantages, ultimately leading to a more fulfilling and successful career.

In today’s dynamic world, the pursuit of mastery is more crucial than ever. By choosing to specialize and dedicate themselves to achieving expertise in a specific area, individuals can unlock a plethora of benefits, including increased efficiency, reduced errors, enhanced confidence, and a significant reduction in competition. While the path to mastery may be challenging, the rewards it offers are undeniable. By embracing the spirit of focused commitment and embracing the challenges that come with it, individuals can carve their own path to success and become true masters of their chosen craft.  The Master commits to greatness in every action they take.

Quote of the Week

The difference between the amateur and the professional is in the mastery of details.

Charles F. Glassman 

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How Seeing Leads to Success, Part 3

Word Count: 1,425
Estimated Read Time: 6 Min.

Applying Genchi Genbutsu to Even Complex Industries

For the last two weeks, we’ve been looking at Genchi Genbutsu, one of the building blocks of continuous improvement that is part of the thirteen pillars of the Toyota Production System for manufacturing cars.  The Japanese term means “go and see for yourself”.  “Genchi” means actual place, while “Genbutsu” means actual thing. It was established to empower people to solve the problem by seeing the issue for themselves.

The objective of the Genchi Genbutsu principle is to emphasize the importance of being on the job site where actual work is happening in order to fully understand the processes, examine the working environment, and determine what is wasteful, inefficient or ineffective.  It is a good practice because managers who have done Gemba Walks can advise the best possible solution immediately when problems arise. 

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How Seeing Leads to Success, Part 2

Word Count: 1,577
Estimated Read Time: 6 Min.

The Universal Applicability of Genchi Genbutsu and Gemba Walks

In September 1956, US President Dwight D. Eisenhower delivered a speech at Bradley University in which he said “Farming looks mighty easy when your plow is a pencil, and you’re a thousand miles from the corn field.”  He was talking about the relationship between government and farmers, but he could just as easily been referring to the relationship between leadership and employees in any industry.  In essence, he was saying that from a distance, any problem can seem easy to solve.  Anyone who is removed from the workspace cannot fully understand the workplace and therefore cannot solve problems.  It is not until you step into the worker’s shoes — walk a mile in their boots, see what they see and hear what they hear — that it is possible to truly understand the daily challenges faced and think about how best to fix them. 

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How Seeing Leads to Success, Part 1

Word Count: 1,598
Estimated Read Time: 6 Min.

Unveiling the Power of Genchi Genbutsu and Gemba Walks

There is an old saying that “seeing is believing.”  But for Japanese business leaders, seeing is not focused on whether information should be trusted and believed but instead on fully grasping and comprehending what is being communicated.  For them, “seeing is understanding”.  This idea that one must see for oneself in order to understand lies at the core of a philosophy called Genchi Genbutsu used by many major Japanese companies to solve problems. 

According to Genchi Genbutsu, a business leader must visit a jobsite to comprehend and validate information that might have otherwise been presented in a report offering theories and opinions.  The phrase means “go and see the actual place” or in American vernacular “see for yourself.”  While it started in Lean manufacturing, it has expanded and is now utilized in many industries.  It has been used successfully by US business leaders to improve quality, reduce inefficiency and boost productivity. 

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Perspective-Taking and Mentalizing:  How to Change the Ordinary into Extraordinary to Supercharge Business, Part 2

Word Count: 1,257
Estimated Read Time: 5 Min.

How we look at and think about things matters a lot.  Our thoughts make a HUGE difference in our attitude, energy, creativity and enthusiasm.  And, in business, one’s perspective can either overlook a problem or shed light on solving it.  It can cause someone to do the same-old same-old or spark an epiphany.  One’s perspective – the way the person looks at a task — can avoid change or it can lead to a break-through idea. 

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Perspective-Taking: How to Change the Ordinary into Extraordinary to Supercharge Business, Part 1

Word Count: 1,589
Estimated Read Time: 6 Min.

Business is not always exciting.  Between peak moments – landing a big client, forging an important partnership, expanding into a new market or launching a new line of business – there are many tasks that are just ordinary and routine.  Payroll.  Bookkeeping.  Inventory.   Filing.  Office maintenance.  Budgeting.  Project Management.  Logistics.  From entry level clerks to C-Suite executives, everyone has tasks on their plate that are tedious and dreary.  Routine creeps into practically every business, making even the most exciting ventures feel stagnant.

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White Glove Customer Service is the Great Equalizer, Part 3

Word Count: 1,532
Estimated Read Time: 6 Min.

White Glove Service vs Consumer Advocacy Groups and Complaint Forums

There is a general trend of declining customer service satisfaction in the US.  White Glove service is becoming extinct.  This decline can be attributed to several factors, including:

  • Increased reliance on automation: The rise of chatbots and self-service options has reduced human interaction and personalized service.
  • Staffing shortages and employee burnout: Many businesses have struggled to staff up during and after the pandemic, leading to longer wait times and overworked employees.
  • Focus on cost-cutting: Companies may be prioritizing profit over customer satisfaction, leading to cuts in training and support for customer service representatives.
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White Glove Customer Service is the Great Equalizer, Part 2

Word Count: 1,433
Estimated Read Time: 6 Min.

Delivering the Velvet Touch

In the age of convenience, instant gratification, apps and online shopping carts, standing out from the crowd takes more than just a competitive price tag, techy gimmick or polite employees. Consumers today crave authentic interactions and exceptional experiences.  That is where White Glove service comes in. This term, evoking images of meticulous care and personalized attention, goes beyond smiles, on-time delivery of products or services and general satisfaction.  It’s about exceeding expectations and creating lasting positive memories.

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White Glove Customer Service is the Great Equalizer, Part 1

Word Count: 1,448
Estimated Read Time: 6 Min.

Millennials and Zellennials are all in search of the next billion-dollar idea.  Entrepreneurs want to build the next ‘better mousetrap.’  With the rise of AI, the search is on for the next “Big Idea.”  The next Unicorn. The next App.  There is a race to make a product or deliver a service faster, easier, smarter, cheaper, etc. But what if the next “Big Thing” is just the same old thing but with much better service?  Here is the truth that no one wants to talk about… there is a customer service leak and it has spread to all industries.  Hospitality.  Aviation.  Insurance.  Healthcare.  Property Management.  Banking.  Law.  Accounting.  No industry is exempt.

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A Big Hairy Audacious Goal and the Bannister Effect

Word Count: 1,659
Estimated Read Time: 6 ½ Min.

It’s the start of 2024.  You made a list of resolutions.  You wrote out personal, professional and/or business goals.  You sketched out a plan of action.  And determined company leaders have set out to tackle a big hairy audacious goal.   Also known as a BHAG, a big hairy audacious goal is a term referring to a clear and compelling target that an organization tries to reach.  It was coined in Jim Collins and Jerry Poras’ book Built to Last: Successful Habits of Visionary Companies.  Like many resolutions and best laid plans, ‘Big Goals’ are ambitious and in the back of your mind, perhaps even thought to be unrealistic and unachievable.  However, as the Bannister Effect demonstrates, often the biggest limiting factor in achieving a Big Goal is thinking that it can’t be done.  So, what is the Bannister Effect and what does it teach about setting and achieving goals?

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